Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
Flow-outs are interactions that enter and leave a queue without being handled by an agent or being terminated. This term accurately describes calls that are neither answered nor disconnected but rather routed out of the queue automatically or by the caller’s choice.
C - https://help.mypurecloud.com/glossary/flow-outs/ Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected.
Here is the clause they added "without being handled or terminated." That's why answer is C. Otherwise answer would be B
Tricky question, do we think it's B or C? Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
abandoned call (inbound) An abandoned call (inbound) is a call that entered the queue, but was disconnected by the caller before it reached an agent, or perhaps the system disconnected the interaction before reaching the agent.
I think that answer might be B, since the question is "... to describe such calls", it would be C if it was asked "...to describe such interactions". But that is just my opinion.
Flow out
b is the correct answer
C is the answer: Abandon includes disconnects, Flow-outs include never reached an agent and, "not" disconnected. https://help.mypurecloud.com/faqs/what-do-abandons-include-in-genesys-cloud/
Abandons do not include flow-outs, which are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR.
https://help.mypurecloud.com/glossary/flow-outs/